Our client is within the education industry; and they are looking for a 2nd Line IT Support Engineer to join their growing business in Skipton, North Yorkshire. They have been recently acquired by an American based company and from this they are growing their workforce. Our client offers bespoke services to their clients within the education industry and offers state of the art technology to help with safeguarding and welfare for children.
The main purpose for this role is to provide technical support to both internal and external customers using web-based software products and providing the highest levels of customer satisfaction. The main duties will be:
- Providing technical support using the helpdesk to pick up, respond and resolve customer issues
- Answering calls on the technical support phoneline and resolving issues
- Using internal systems to diagnose and detect issues
- Monitoring, detecting and diagnosing problems and then using 3rd party management tools to provide further support
- Liaising with internal departments to ensure issues are resolved
- Troubleshooting, debugging and testing
- Escalating more complex fault tickets to 3rd line team
- Taking ownership of inbound communications and ensuring excellent communication with email, phone or webchat
- Ensuring that overall delivery is outstanding to all clients
In return you will receive a salary of £25,000, role is full time office based Monday to Thursday 9.00-5.30 and Friday 9.00 - 5.00. Hybrid working to be discussed after probation. Free parking and full benefits package available.
If you are interested in hearing more about this role please do get in touch!